Senior Client Services Care specialist

Western Alliance Bank • Chandler, AZ

2d

About The Position

As a Senior Client Service Care Specialist you'll display a high level of customer service while providing a professional, prompt, and accurate banking experience. You'll respond to complex telephone and email inquiries from internal and external stakeholders. In this role, you'll work with a team of other specialists in a fast paced environment that requires multitasking with accuracy and toggling between multiple systems while communicating resolutions in an efficient manner. One of your key responsibilities is to set client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved issues. You'll exhibit excellent problem solving, functional, communication, and technical skills, along with a drive for successful client resolutions. Support leadership in providing a resourceful and effective customer-centric communication to efficiently and accurately resolve inbound customer inquiries. Assist, research, and resolve inquires with professionalism, precision and care. Accept ownership of issues through resolution of all customer inquiries using telephone, email, and written correspondence including any additional follow-up. Understand and respond to customers based on the urgency around time-critical situations and escalates issues to management in a timely manner when necessary. Perform job duties in accordance with established regulatory and compliance requirements. Adhere to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions. Provide support from general navigation to in-depth technical interfaces. Partner with internal associates to provide treasury management products solutions in a consultative manner while incorporating a keen awareness of risk and client focus. Assist in the training of fellow treasury management products support specialists when necessary.

Requirements

• 2+ years of related experience in Customer Service, Branch Banking Operations, Treasury Management Service or similar field.
• High school diploma required.
• Entry level to intermediate knowledge of general banking operations, including deposit operations, loan administration, treasury management and/or other commercial banking products and services.
• Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Entry level to intermediate experience working in a call center environment preferred.
• Advanced speaking and writing communication skills.

Responsibilities

• Display a high level of customer service while providing a professional, prompt, and accurate banking experience.
• Respond to complex telephone and email inquiries from internal and external stakeholders.
• Work with a team of other specialists in a fast paced environment that requires multitasking with accuracy and toggling between multiple systems while communicating resolutions in an efficient manner.
• Set client expectations and mitigate risk by thoroughly researching and documenting client issues and escalating new or unresolved issues.
• Exhibit excellent problem solving, functional, communication, and technical skills, along with a drive for successful client resolutions.
• Support leadership in providing a resourceful and effective customer-centric communication to efficiently and accurately resolve inbound customer inquiries.
• Assist, research, and resolve inquires with professionalism, precision and care.
• Accept ownership of issues through resolution of all customer inquiries using telephone, email, and written correspondence including any additional follow-up.
• Understand and respond to customers based on the urgency around time-critical situations and escalates issues to management in a timely manner when necessary.
• Perform job duties in accordance with established regulatory and compliance requirements.
• Adhere to customer verification procedures to validate/verify the identity of customers prior to releasing information and/or assisting with transactions.
• Provide support from general navigation to in-depth technical interfaces.
• Partner with internal associates to provide treasury management products solutions in a consultative manner while incorporating a keen awareness of risk and client focus.
• Assist in the training of fellow treasury management products support specialists when necessary.

Benefits

• We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program.
• In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees